My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake. We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply? We want to match the metrics provided via the in-app reporting tool.
Answered
Reply Conversation Parts
Best answer by Emilygav
Hey there
To calculate the number of replies across all conversations over a particular time period, you should focus on conversation parts where the part_type is comment. This indicates a reply made by a teammate or admin.
Here’s how you might proceed:
- Filter Conversation Parts: Look for conversation parts with part_type = comment and ensure they fall within your specified date range
- Count Unique Conversations: Count the unique number of conversations that include these parts to get the number of replies
Please note that the count_conversation_parts under statistics includes all conversation parts, including the initial message, while conversation_parts.total_count excludes the first message. This distinction is important when calculating replies, as you should focus on parts beyond the initial message.
Hope this helps! 💪🏼
+3- Intercom Team
- 92 replies
- Answer
Hey there
To calculate the number of replies across all conversations over a particular time period, you should focus on conversation parts where the part_type is comment. This indicates a reply made by a teammate or admin.
Here’s how you might proceed:
- Filter Conversation Parts: Look for conversation parts with part_type = comment and ensure they fall within your specified date range
- Count Unique Conversations: Count the unique number of conversations that include these parts to get the number of replies
Please note that the count_conversation_parts under statistics includes all conversation parts, including the initial message, while conversation_parts.total_count excludes the first message. This distinction is important when calculating replies, as you should focus on parts beyond the initial message.
Hope this helps! 💪🏼
Hi
Thanks for the helpful explanation above — it clarified a lot for us too!
We’ve been digging into our Intercom data via the API and noticed something interesting: while comment is clearly the primary part_type for replies, we’ve also come across some other part_types that include teammate replies — like assign_and_reopen, open, or assignment — even though they’re not technically classified as comment.
From what we can tell, this happens when a teammate adds a message while (re)assigning and/or (re)opening the conversation.
So while we understand that the official guidance for calculating replies focuses on part_type = "comment", it seems like some actual replies might be missed if we don’t also consider other part_types that include a non-empty body.
Have you seen this happen before? Would love to know if this is an edge case worth flagging — or something specific to how our workspace is using Intercom.
Thanks again!
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